Officer-Outbound Phone Banking

1. ROLE PURPOSE & OBJECTIVE

Phone Banking Outbound Officer will be responsible making sales calls of various business campaigns, generate leads and follow up with concerned business SPOCs for conversion of the leads generated. Outbound Officer will also be responsible for making service calls related to various campaigns and capture information as per requirement.

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Value generation of 4 to 20 Lacks per month basis employee tenure

• 100 to 150 calls handled per day basis employee tenure

• 200 to 300 quality leads generated per month basis employee tenure

• Coordinate with Branches/Business SPOCs for leads generated/conversions

• KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Adhere to all Service and Business metrics set for the unit
• Inform and suggest new banking products to customers
• Take leads/referrals for new bank accounts according to laid down rules and guidelines
• Participate in marketing and awareness campaigns being executed through the phone banking channel to create an enlarged customer base
• Ensure to dial 100 to 150 calls per day
• Responsible for follow up and conversion of leads
• Ensure constant monitoring of peer staff to ensure Zero instances of mis selling
• Provide continual evaluation of processes and procedures
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers

Customer (Both Internal & External)

• Consult customers on right products basis their financial needs
• Provide splendid customer services to customers in a friendly and courteous manner at all times
• Have sufficient knowledge about the banking products and services to respond to all customer inquiries accordingly
• Improve customers banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
• Inform and educate customers on alternative/ digital channels of bank such as ATMs/ BCs / Internet & Mobile Banking
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
• Ensure that customers confidential information is properly protected and only used for official purposes
• Be involved in performing some financial related and marketing transactions
• Channel complex customer complaints and challenges to the right departments for effective resolution

Internal Process

• Ensure defined number of calls are handled and defined metrics are maintained
• Ensure that all the banks policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
• Ensure all calls/leads are tagged/captured accurately in CRM/LMS/Excel
• Help all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Handle small projects

Innovation & Learning

• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

• Mentor junior staff

• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduate in any discipline and Undergrads with 2 years and above experience in Banking/Financial institute/NBFC/BPO/Customer service and sales.

Experience (Years and Core Experience Type)

• 0 to 2 years of experience in relevant field

Functional Skills

• Relationship Management
• Customer Relationship
• Upselling and Cross Selling

Behavioral Skills

• Good communication skills both oral and written
• Good interpersonal management skills
• Problem solving skills
• Decision making ability
• Adapting to changing business requirements

Competencies

• Banks Product Knowledge
• Sales and Influencing Skills
• Awareness of Banking regulations
• Flexible to work in rotational shifts

• Flexible to work in different LOBs within Phone Banking

• KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operations team
• Branch team
• Products team
• Service Quality

• Deliverables team

• NTB/ETB Customers

• Referrals